I have had a none-functioning smart meter since November. OVO have booked three appointments to send an engineer and each time no one has shown up, despite assurances I was a priority and me having phoned a few days beforehand to check the appointment was still booked. How can I ensure one of these elusive creatures actually attends?
Solved
Why has my engineers visit failed again?
Best answer by Jeffus
Updated on 03/01/25 by Abby_OVO
There are a number of reasons an engineer appointment might fail, some circumstances may mean you’re entitled to £40 payment.
If the engineer failed to attend without at least 24 hours notice of a cancellation, you may be eligible for a standard £40 compensation known as Guaranteed Standards of Performance (GSOP) payment.
There are a number of other reasons that you may be entitled to the GSOP payment. See the following topic for more detail on this:
You may be entitled to compensation and a further payment if they don't pay within 10 days
I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.
I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.
Shads_OVO wrote:
I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.
I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.
I don't know why this link is provided, since when clicked it shows that the page next to this .."page does not found"🤣🤣 shame...
+1- Plan Zero Hero
- 7964 replies
Try this one instead: https://forum.ovoenergy.com/inbox/overview
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Apologies
+1- Plan Zero Hero
- 7964 replies
Hi
What was the engineer visit intended to do? If you can tell me a bit more, I might be able to figure it out but the details you’ve shared so far doesn’t really tell me much...
+1- Plan Zero Hero
- 7964 replies
Thanks.
Unfortunately, as it’s getting close to 11pm as I write this (it’s roughly 10:45pm as I type this out) I’m not sure you’ll see them tonight I’m afraid. You’ll probably want to head to bed for now and then chase up in the morning. While it might not make up for the trouble, I think you may be owed £40 compensation for the missed visit. If so, you will not be required to repay this in any way shape or form - it’d be yours to keep to use as you wish.
I will let the Forum Moderators know about this so they can check on you in the morning.
In the meantime, I’d suggest you call OVO Support on 0330 175 9669 or Live Chat via https://ovoenergy.com/help once it re-opens.
You might also want to consider upgrading to Smart Meters in the future so that you don’t have this problem again - you’d be able to simply regenerate the card instantly via the app if needed.
Thank you for taking the time to respond i think it is best to call it a night and try again tomorrow
Morning
I understand that you haven't heard from the engineer, and I apologise for the inconvenience.
Additionally, you’re entitled to a £40 GSOP (guaranteed standards of performance) payment for the missed appointment, so please make sure to mention that to the Support Team.
Please keep us updated on how things go. If you have any further questions then we’re here to help!
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